Refund policy

Clothes and shoes do not always fit or feel the way you imagined, and sending something back should not be a puzzle. So here is the complete picture of how a return and a refund go at Lisa Charleston.

Return window

Your return window is 60 days, and it starts on the day the carrier delivers your order.

Condition of returned items

Please send pieces back unworn and unused, just as they came to you, and include the original packaging.

No restocking fees

Lisa Charleston has no restocking fee. What you paid for the items you send back is what you get back.

How to start a return

A short email to contact@lisa-charleston.com that mentions your order number is all it takes to get going; our reply tells you what happens next. Right after your request comes in, we share the correct address for your return. The address printed on the package you received is not a return address, so please do not use it.

Return shipping

Shipping an item back to us is at your own cost. Return shipping is international: every return travels back to our supplier's return center in China. A tracked return to China usually costs around $20. A trackable shipping option is the wise choice, so the package can be followed all the way back.

Damaged, defective or wrong items

Did a piece reach you damaged or defective, or is it not the item you ordered? Tell us as soon as possible after it is delivered by writing to contact@lisa-charleston.com with your order number and a picture that shows the problem. There is nothing to send back, and a free replacement is on its way to you.

Exchanges

Is an exchange more useful to you than a refund? Say so in your message, and we will set up the exchange for you. An exchange works like a return: you send the piece back at your own cost, and the new piece ships to you for free. For a damaged, defective or wrong item, the replacement is always free and there is nothing to send back.

Refunds

As soon as your return is with us and has passed inspection, the refund goes to the payment method you paid with, within 7 days. Depending on your bank or card issuer, it can take a little extra time before the amount appears.

Questions?

Unsure about any step? Drop us a line at contact@lisa-charleston.com and we will figure it out with you.

Company name: Novaro
Company address:
Dorine Verschureplein 6a
Elsloo 6181 AS
Netherlands
Email: contact@lisa-charleston.com
Company number: 92668550 (KvK, Netherlands Chamber of Commerce)